Safes For Home And Business FAQs

Q: Where can I find the instruction sheet of my Master Lock product?

A:

- Digital Combination Lock Box: P008EML instruction manual
- Security Chest: L1200/LCHW20101/LCFW30100/LFHW40102 instruction manual
- Keyed Safe: X031ML instruction manual
- Digital Combination Safe: X041ML/X055ML/X075ML/X125ML instruction manual
- Compact Safe with cable: PP1KML instruction manual
- Quick Access Compact Safe: MLD08E/MLD08EB instruction manual
- Fire and Water resistant Security Digital Combination Safe: LFW082FTC/LFW123FTC/LTW123GTC/LFW205FYC/LTW205GYC instruction manual
- Fire and Water resistant Security Digital Combination Alarm Safe: LFW205TWC instruction manual
- Digital Security Safe: T6-331ML/T8-331ML/T0-331ML instruction manual
- Digital Depositary Safe: DH-074E/DH-109E/DH-134E instruction manual
- Drop Slot Safe: UC-025K/UC-039K instruction manual
- Card Swipe Safe: HO60ES/HL100ES instruction manual
If you need further help using your product, please do not hesitate to contact us. 

Q: How do I operate the key lock on my Master Lock safe product?

A:

In most cases, insert the key into the lock cylinder, and turn the key clockwise to open. To close the unit, insert the key and turn the key counterclockwise. Master Lock has 3 types of keys, depending on the model number of the unit you own. Whether you have a double bit key, a flat key or a tubular key, be sure to store your keys in a safe place, away from the unit for increased security.

Q: How do I get key replacement for my keyed Master Lock safe product?

A:

Master lock can send you key replacement to your keyed Master Lock safe product. Please note that you will be charged for this service.

For more information, please contact our helpline.

Q: I've lost my combination to my Security Digital Combination Safe / Alarm Safe, how do I find my combination?

A:

Your Security Digital Combination Safe or Alarm Safe will ALWAYS unlock using its 5 digit factory code (found on the back of the owner’s manual). This code cannot be deleted.

If you have lost the factory code, we can send it back to you. Please note that you will be charged for this service.

For more information, please contact our helpline.

Q: Who/what is UL?

A:

U.L. stands for Underwriters Laboratories. This is US based independent testing facility that certifies various public safety products.

They test our Master Lock products to ensure they meet stringent standards for performance as claimed.

Q: What is your Limited Warranty?

A:

Please refer to Master Lock International Warranty document.

Would you have any further question regarding our guarantee, please do not hesitate to contact us.

Q: My key is not broken, but does not work in the safe?

A:

It is possible that some debris is caught in the lock of your unit. To open your unit, please follow these steps:

 1. Check the engraved letter on your key and verify that it matches the engraved letter on the key-lock cylinder.
 2. Spray WD-40 oil in the lock.
 3. Tap it lightly with a hammer.
 4. Try the key again.

Q: Where can I buy Master Lock products?

A:

Master Lock products can be purchased at a wide variety of retail stores and distributors/wholesalers across North America, and featured products can be purchased on the Master Lock Website. View information for European countries.

Q: How do I operate my fingerprint lock on my Quick Access Compact Fingerprint Safe?

A: Please refer to the MLD08E/MLD08EB instruction manual.

If you need further help using your product, please do not hesitate to contact us.

 

Q: How can I have 24-hour access to my combination?

A:

You can safely store all your safe’s information (model number, serial number, factory code, programmed combinations) on Master Lock Vault.

Master Lock Vault is a FREE service from Master Lock that provides a safe and convenient place to store all of your confidential data for quick and easy access from your PC, iPhone, or any other mobile devices!

Q: Do all Master Lock safe product offer UL protection?

A:

In reference to Master Lock products, UL classifications apply to our fire resistant products, and their fire-protective classifications.

Q: What is your Lifetime After-Fire Replacement Guarantee for all fire resistant products?

A:

After a fire the outside of the Master Lock fire resistant safe/chest will be destroyed: the outside melts, burns up, and seals the safe shut and keeps the inside unharmed. If your Master Lock fire resistant safe product is damaged by fire at any time, Master Lock will ship a replacement free of charge.

Please send a request to mle@master-lock.fr with a photo of the burnt item and join a copy of the insurance claim. Master Lock will dispatch a new item directly to you, free of charge.

Q: What are your customer service hours?

A:

Master Lock helpline is available 11 AM to 8PM (GMT). More information can be found at our helpline.

Q: How do I program my digital combination on my Master Lock Safe?

A:
If you need further help using your product, please do not hesitate to contact us.

Q: How can I register my own combination once I've changed it?

A:

You can safely store all your safe’s information (model number, serial number, factory code, programmed combinations) on Master Lock Vault.

You can access and modify all your stored information very quick and easily from your PC, iPhone, or any other mobile devices!

Q: What does UL Classified fire protection mean?

A:

The 1/2 hour UL classification indicates that the interior of the unit will remain at or below 177°C (350°F) when exposed to fire at temperatures of 843°C (1550°F) for 30 minutes.

The 1-hour UL classification indicates that the interior of the unit will remain below 177°C (350°F) when exposed to fire at temperatures of 927°C (1700°F) for 1 hour.

The 2-hours UL classification indicates that the interior of the unit will remain below 177°C (350°F) when exposed to fire at temperatures of 1010°C (1850°F) for 2 hours.

It should be noted that fires usually travel through a structure, and that the average house fire ranges in temperatures of 482°C (900°F) to 649°C (1200°F), for approximately 20 minutes.

Q: Where do I find my serial number or my model number on my safe?

A:

This depends on the Master Lock product you have purchased. The serial number on your safe may be found in a number of places. The first place we recommend you to look is on the cover (front or back) of your owner’s manual. If it cannot be found there, check following locations:

 - Right hand side (outside) of your door, between the hinges
 - Right side of the unit
 - On the back of the unit
 - Under the unit

Q: How secure is Master Lock Vault?

A:

Master Lock Vault uses industry leading 256-bit SSL data encryption, strong authentication controls, redundant firewall protection, and intrusion detection monitoring, to ensure you that your most valuable information is organized and protected.

Q: The inside of my fire resistant unit is plastic - does it melt in a fire?

A:

The plastic parts on the inside and outside of our Master Lock fire resistant units assist in the fire-protective process.

Our Master Lock fire resistant security chests have an outer coating and key-lock guard, which will usually melt in the event of a fire. This helps to seal the exterior/interior of the product in the process, ensuring an airtight seal to keep the heat out, and interior cool so your possessions remain protected.

The interior plastic lining on our Master Lock fire resistant products allows us to build in interior features which allow you to better organize the contents of your unit.

During a typical fire, the interior of your fire resistant unit will not get hot enough to damage this special liner. And, this liner allows the humidity usually found in most fire-resistant units, to dissipate better - reducing the moisture in your unit during day to day use.

Q: What do your model numbers mean?

A:

The model numbers on our chest, file and safe units have no meaning. They are randomly assigned, and are strictly a reference for improving communication with our customers.

Q: How do I bolt down my Master Lock Safe?

A:
If you need further help using your product, please do not hesitate to contact us.

Q: Do you have a record of all combinations to your safe products?

A:

Yes, we keep a record of all the safe combinations made at Master Lock. These are the original safe combinations assigned to the product during manufacture. This information is highly confidential and treated as such.

Q: My product looks plastic - how can it be safe in a fire?

A:

The plastic parts on the inside and outside of our Master Lock fire resistant units assist in the fire-protective process.

Our Master Lock fire resistant security chests have an outer coating and key-lock guard, which will usually melt in the event of a fire. This helps to seal the exterior/interior of the product in the process, ensuring an airtight seal to keep the heat out, and interior cool so your possessions remain protected.

The interior plastic lining on our Master Lock fire resistant products allows us to build in interior features which allow you to better organize the contents of your unit.

During a typical fire, the interior of your fire resistant unit will not get hot enough to damage this special liner. And, this liner allows the humidity usually found in most fire-resistant units, to dissipate better - reducing the moisture in your unit during day to day use.

Q: How do I bolt down my fire resistant chests?

A:

For added security we advise you to bolt down your fire resistant chest. Bolting down your fire resistant chest will not affect its fire resisting properties. However your chest will not be water resistant once it is bolted down. The ETL verified water resistance claim applies to product prior to the application of a bolt-down kit.

A bolt down kit is available for purchase, please contact our helpline for more information.

 

Q: What is the insulation made of?

A:

The insulation in our Master Lock fire resistant products is a proprietary mix, marketed under the Pyronox® brand name for our safes, and Survivacast® brand name for our chests and files. As a result, this information is proprietary.

It is a concrete base / water mixture with special additives to enhance the fire protective nature of our products so they meet stringent UL standards.

Q: How do I insert the batteries in my Master Lock Digital Safe?

A:
If you need further help using your product, please do not hesitate to contact us.

Q: How do I protect my CDs, DVDs, memory sticks, USB drives and MP3 players?

A:

Master Lock UL rated fire resistant products have been ETL verified to protect data storage products, which include CDs, DVDs, memory sticks, USB drives, hard drives and MP3 players. Depending on the model you own, and its specific UL fire endurance rating the media protections vary as follows:

  - UL Classified 1/2-hour fire protection = ETL verified fire protection for digital media for 1/2 hour up to 843°C (1550°F).

  - UL Classified 1-hour fire protection = ETL verified fire protection for digital media for 1 hour up to 927°C (1700°F).

  - UL Classified 2 hours fire protection = ETL verified fire protection for digital media for 2 hours up to 1010°C (1850°F).

Q: How do I protect my CDs, disks, audio and video cassettes and other magnetic/photographic and data storage media?

A:

Audio and video cassettes, photo negatives, X-ray films and microfiche need more fire and humidity protection than provided by Master Lock fire resistant products. Damage to these types of media may begin at temperatures above 52°C (125°F) as compared to paper products that may withstand heat up to 177°C (350°F).

Master Lock UL rated fire resistant products have been ETL verified to protect data storage products, which include CDs, DVDs, memory sticks, USB drives, hard drives and MP3 players. Depending on the model you own, and it's specific UL fire endurance rating the media protections vary as follows:

  - UL Classified 1/2-hour fire protection = ETL verified fire protection for digital media for 1/2 hour up to 843°C (1550°F).

  - UL Classified 1-hour fire protection = ETL verified fire protection for digital media for 1 hour up to 927°C (1700°F).

  - UL Classified 2 hours fire protection = ETL verified fire protection for digital media for 2 hours up to 1010°C (1850°F).

Q: How do I get into my safe after a fire?

A:

If a fire occurs, do not try to retrieve your possessions from your Master Lock fire resistant product. It is UL-classified to protect even papers from loss.

During the fire, tell the fire-fighters where your safe is so they can keep it cool and retrieve it when safe.

The safe should be allowed to cool for several hours, before the contents are retrieved.

Do not be alarmed if the outer lock plate has melted - it is designed to do so in a fire to further seal the exterior of the unit from fire and heat. They can be broken off with the appropriate tools once the unit has properly cooled.

Q: How can I prevent dampness/moisture in my safe?

A:

We suggest that you open the safe at least once every two weeks for approximately 20 minutes. To alleviate any musty odor, we suggest that you remove the items from the safe and wipe the interior with a paste of baking soda and water. In addition, do not store your safe unit in areas of your home or business with already high humidity levels.

Q: Moisture in Master Lock fire resistant products?

A:

Master Lock UL classified fire resistant products are insulated with a specially patented insulation. Any fire resistant unit contains insulation, which in turn, contains water crystals; thus the high content of moisture. In addition, the Master Lock fire and water resistant units close airtight to offer water resistance, which may also cause moisture to accumulate inside your safe.

We suggest that you open your product at least once every two weeks for approximately 20 minutes. To alleviate any musty odor, we suggest that you remove the items from the safe and wipe the interior with a paste of baking soda and water.

Q: Do I need to do anything special for storage & maintenance using my fire resistant unit?

A:

Yes. Due to the protective insulation in our Master Lock fire resistant units during normal use, moisture may be released into the interior of your product. To protect your items against this moisture, we suggest that you open your unit for a half hour, twice a month to let the air circulate on the inside. If this is not possible, we suggest that you place delicate articles, such as stamps, coins and jewelry, in an airtight, molded plastic container inside your Master Lock fire resistant unit. (We do not have airtight containers available for purchase; check for these products in your area.)

Pearls or jewelry with pearls should not be stored in any fire resistant product. This is because pearls are more sensitive to damage than the 177°C interior temperature maintained during a typical fire.

Q: What should NOT be stored in my Master Lock fire resistant unit?

A:

Master Lock fire resistant units are not suitable for weapons storage, computer disks, audio-visual media or photo negatives, delicate items which need special protection such as stamps or pearls. Please consult your owner’s manual for additional details.

Q: What is the powder in my Master Lock fire resistant unit?

A:

Master Lock Company is proud to be a leader in its community and industry as it relates to environmentally safe products. Master Lock products contain no toxic or harmful substances and are constructed with the greatest regard for health and safety. Master Lock’s patented insulations, which make Master Lock UL classified fire resistant products, are concrete-based. It is not unusual for dried concrete dust to be evident in your product’s interior, as a result of jostling during shipping. Again, any such dust can be easily wiped from your fire resistant unit with a damp cloth and poses no health hazard to our customers.

Would you have any further question, please contact our helpline.

Q: My Master Lock fire resistant unit is dirty, what do I do?

A:

Master Lock UL classified fire resistant products are insulated with a specially patented insulation. It is possible for some insulation dust to adhere to the exterior of your safe during shipment. Simply wipe down the exterior of your safe product with a water and baking soda solution.

Q: My safe door sticks - how do I get it open?

A:

If you own a fire and water resistant Security Digital Combination Safe or Alarm Safe, it is not unusual to find that your safe door “sticks”.

This is due to the special gasket associated with the water protection feature. In order to offer the level of water protection desired, our door seal must be very tight. It may be necessary to apply pressure to the upper left-hand top corner of the door when you first begin using your water-resistant safe.

You should soon become familiar with the feel of these specially designed units, and better understand the exact pressure necessary to open the unit with the safe handle.

Q: What is your Lifetime After-Fire Replacement Guarantee for fire resistant products?

A:

After a fire the outside of the Master Lock fire resistant safe/chest will be destroyed: the outside melts, burns up, and seals the safe shut and keeps the inside unharmed. If your Master Lock fire resistant safe product is damaged by fire at any time, Master Lock will ship a replacement free of charge.

Please send a request to mle@master-lock.fr with a photo of the burnt item and join a copy of the insurance claim. Master Lock will dispatch a new item directly to you, free of charge.

Q: How do I operate my safe with the magnetic stripped card?

A:

Please refer to the HO60ES/HL100ES instruction manual.
If you need further help using your product, please do not hesitate to contact us.

Q: How do I register my product?

A:

You can register your product here.

Q: What extra steps should I take to deter theft using my safe product?

A:

Depending on the Master Lock safe model you select, it will provide a varying level of security for its contents. Master Lock fire and water resistant Security Digital Combination Safe or Alarm Safe provide protection and security from theft, fire and flood. Master Lock Keyed or Digital Combination Safes as well as Compact Safes provide theft protection.

However, no safe is theft-proof. With the right tools, skill and time, any safe can be opened. For greater security and additional protection against theft:

- Always keep your safe closed and locked when not in use.
- Do not share your code/combination, or keep them near the safe.
- Do not tell anyone where the safe is located (except the fire department in the event of a fire).
- Do not put the empty safe carton out with your trash. Cut it into pieces and discard.
- Place your safe with the hinge away from the wall and the door opening next to the wall. This makes it harder to pry the door open.
- If possible, conceal your safe.
- You may bolt your safe to the floor or wall, depending on the model you've selected.